In which countries do you deliver?
Here is the list of the countries where we deliver the CandysanBox :
- France (Metropolitan France)
- United Kingdom (UK)
When will I receive my Candysanbox?
You should receive your CandysanBox around the middle or end of each month. Once the box has been sent, delivery time depends fully on the postal service and customs of Japan and your country, so the day you receive your Box can vary from one month to another.
How can I know where my CandysanBox is after it has been shipped?
We ship our products from Japan. Our delivery methods are Economy SAL or D-mail. They don’t include any tracking number.
But don’t worry: if your delivery address is correct, the post services should deliver your Box without any issue. If the delivery takes some time, please make sure your package is not waiting for you at the post office. It is possible to miss the delivery attempt notification if you were not available at the time of a delivery attempt.
If your Box has been returned to us, we can send it to you again depending on the cause the post office notices us.
Is my box insured?
No. But if for any reason your Box has been returned to us, and if your delivery address was correct, we commit to send you back your Box without any charge.
However, rest assured: if your shipping address is correct, your Box will arrive without any problem. Remember to check the delivery notes, and if you have any doubts, please contact your local post office.
My Box is late, what can I do?
The shipping time announced by the postal services is 4 weeks maximum, but some packages sometimes arrive later because of a long passage through customs or a simple delay from the post office.
If the 4 weeks delay is exceeded
Your first reflex should be to check on your CandysanBox account that you have indicated a correct delivery address. If you notice an error, please inform your post office or your letter carrier. For our part we can no longer change the address once we have sent the package. If your address is correct check that your package is not waiting at the post office. It is possible that you have not seen/received the delivery notice from your letter carrier if he came to deliver in your absence. Make sure to tell the post office that your package is from Japan and that it does not have a tracking number.
If your order has been sent back to Japan
This usually happens if the letter carrier can't find your address or if you didn't pick up your package at the post office in time (the post office keeps packages waiting for about 2 to 3 weeks if you are absent at the time of delivery). The round trip to Japan will take between 2 and 3 months from the day of your order. Sometimes more but it is quite rare. We will be able to send your Box back to you once it is back to Japan. You may have to pay the shipping cost a second time, depending on the reason of the return. In any case, we will e-mail you as soon as possible after we receive your package.
Special cases :
If you live in the premises of the Police or the Army it is possible that your mail is taken care of by a special carrier other than the post office and this may extend the delivery time.
A few figures :
- a little less than 1% of the packages we ship are returned to Japan. Out of 10 packages that return to Japan, about 7 are marked "unclaimed" (usually due to a problem with the letter carrier's delivery notice), 2 are marked "Does not live at the address indicated" or "Address unknown or not found", and the last one is returned for a different or unspecified reason.
- Approximately 1 package out of 1,000 disappears during transport. It is of course impossible to know the reasons for this, but you can already avoid the risks of a delivery to the wrong address by informing your letter carrier in advance that you are expecting a package from abroad. Filling in your phone number in the delivery address can also help the postman/deliveryman to find the right address.
I am moving: how do I still receive my boxes?
When you move, first change your delivery address on your personal space. To do so, click on "My profile" in the main menu, then on the "Addresses" tab. You can now add an address with "+ Create a new address".
Attention: after adding the new address to your account, please send us a message via the contact form (choose subject 2 - Change of address) so that we can validate the change.
Please also note that the change of address cannot be made on a box already indicated "in preparation" and will then be effective at the next box.
Finally, remember to follow up with your postal service. This way you will be sure to receive your CandysanBox at your new address.
Is my box insured?
No, but we are committed to sending you your CandysanBox free of charge if we receive it.